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Dealing effectively with the behaviour of unusually persistent complainants

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The office of the SA Health and Community Services Complaints Commissioner (HCSCC) is offering a free development course to assist you to deal more effectively with people who behave as unusually persistent complainants. This is one of the most popular courses HCSCC offers.

Does the following sound familiar to you?

  • Complainants whose behaviour is frequently challenging in a number of ways: they tend to be very angry, aggressive and demanding to staff; they often threaten harm; they can be misleading in presenting the facts, or deliberately withhold relevant information; your offices are frequently flooded with telephone calls, emails and large amounts of printed material.
  • Even though the percentage of complainants who behave in this way is quite small, they can demand a disproportionate amount of your time and resources and cause stress to staff and themselves.

Overview of the course

  • overview of the role of HCSCC and Charter of Rights
  • identifying and responding effectively to a person who behaves as an unusually persistent complainant (UPC)
  • your role when dealing with a person who behaves as an UPC
  • practical skill development to effectively handle complaints from a person who behaves as an UPC
    • useful complaint processes and alternative options
    • worker/client safety
    • worker and organisational practices and processes
    • ensuring procedural fairness
  • practical problem solving on issues in your day to day work

Course details

  • 3 hour duration
  • participant numbers: minimum = 12,  maximum = 30
  • Your agency is responsible  for:
    - appropriate venue and any catering required
    - course promotion and registration of participants
  • HCSCC will provide facilitator/s, resources  - free (costs for travel & accommodation costs outside of metro area)

Contact

Sandy Edwards, PH 82268652, sandy.edwards@hcscc.sa.gov.au

Manager Complaints Resolution Service, Office of the Health and Community Services Complaints Commissioner


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